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Channels

Expertflow CX provides integration with media channels including Facebook, WhatsApp, Twitter, Viber, Web-Chat, and SMS. For further details on each of the supported channels, follow the relevant links below: 

Expertflow continues to add more digital channels in its list of supported media channels. You may develop your own chat channel following the Channel Connector Developer Guide.

Following are the CX supported digital channels and their capabilities.

(tick) Supported, (error) Not Supported, (minus) Not Applicable

Capability

Description

Web Chat

SMS

(Via SMPP)

SMS/MMS Via Twilio

Facebook

(Social Media)

Facebook

(Direct Message)

WhatsApp Via Dialog360 & Meta Cloud API

WhatsApp Via Twilio

Telegram

Instagram

(Direct Message)

Twitter

(Direct Message)

Twitter
(Social Media)

Viber

Plain text

Plain text message in any supported language

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Buttons Message


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Video Message


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Audio message


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Image Message


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File Message


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URL Message


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Gifs


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Stickers


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Structured Messages

Viber Keyboards, FB Message Templates

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Emoji


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Contact Message


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Location Message


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List Message


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WebRTC

Initiate a WebRTC session between the customer and the agent. The WebRTC session is started in a separate browser tab.

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Voice Notes


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Carousal Message

Rich Media Messaging

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Outbound Message Templates

For example, WhatsApp Template Messages for outbound, Viber Broadcast messages

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Email Capabilities

Following are the Email supported capabilities

Description

Support

Receive Incoming Emails

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Send Reply to incoming Email

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Send a new email to ongoing session’s customers only

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Send outbound Email (to any customer)

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Attachments supported in Incoming & Outgoing emails

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Styling supported in Incoming & Outgoing emails

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Signatures support (with dynamic Agent Details)

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Email Thread with attachment

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Reply at any level of Email Thread

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Email Forwarding

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Forward any level of Email Thread

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Cc and Bcc support

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Channel Capabilities for Voice

Following are the Voice Channel capabilities
Expertflow CX offers the following voice and video interaction features. Using CX Voice, a business can:

Description

Support

Receive inbound customer phone calls

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  • Do a traditional or a conversational IVR treatment

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  • Route calls to the most suitable customer care agent

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Make Outbound Calls

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  • Agents can make manual outbound calls

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  • Contact center administrators can schedule agent-based and IVR campaigns

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  • Connect via WebRTC using a customer widget or a mobile app for audio and video calls and screen-sharing

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  • Automated self-service via traditional and conversational IVR.

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Direct Transfer For Calls

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  • Agents can directly transfer calls on the configured voice queues.

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  • Agents can transfer calls directly to specific agents.

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Consult For Calls

  • Agents can perform consult calls on the configured voice queues.

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  • Agents can perform consult calls with specific agents.

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Consult Transfer For Calls

  • Agents can transfer the calls to consulted agents.

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Silent Monitoring For Calls

  • Users can silently monitor ongoing customer calls.

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